IT Service Desk Team Lead - Remote

Overview

The IT Service Desk Team Lead is responsible for leading a team of Service Desk technicians, ensuring high-quality customer support and effective resolution of user inquiries, while also monitoring performance metrics and implementing improvements.

In Short

• Lead a team of Service Desk technicians.
• Ensure high-quality customer support.
• Monitor and report on Service Desk metrics.
• Participate in developing new Service Desk processes.
• Provide technical expertise to team members.
• Collaborate with other IT teams.
• Facilitate communication within the IT department.
• Ensure compliance with policies and regulations.
• Stay updated on industry trends.
• Maintain a safe working environment.

Requirements

• Bachelor's degree in Information Technology or related field.
• 7+ years of experience in a Service Desk environment.
• Experience in a team leadership role.
• Strong troubleshooting skills.
• Experience with ITIL practices.
• Excellent communication and problem-solving skills.
• Strong organizational skills.
• Familiarity with ITSM tools preferred.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and disability coverage.
• Education reimbursement.
• 401(k) with performance bonuses.
• Employee stock program.
• Professional development programs.
• Diversity and inclusion initiatives.
• Wellness programs.